PowerPoint Presentation

Constant attention to real time management is critical to drive productivity Traditional queue monitoring processes need to be modified in an at home environments. Maintaining consistent vigilance of the queue becomes even more critical when your workforce is not localized in the same building.

Queue monitoring considerations • Communicate without taking the “standing over the shoulder” approach • Establish thresholds to check on long calls • Utilize chat to reach out to see if any assistance is needed • Establish a clear call escalation path • Make allowances for a ‘time out’ after a difficult call • Have an escalation process in place for agents that are unresponsive • Have a logout process for agents that leave themselves logged into the queue Real-time adjustments to staffing • Overtime recruiting • Don’t make the mistake of assuming that because people are working from home, they are always available for OT • Work with the team to create an OT availability schedule for each person • Time-off during availability • Make offers based on need, agents may be more willing to be flexible with adjusting shifts in at home environments • Have a plan for split shifts if needed • Avoid continuously relying on the same employees